Self Storage and a Can of Corn: Lessons from the Hospitality Industry with Lee Creech

Secret Shopping Secrets

Josh and Melissa recently went undercover, visiting several self-storage facilities near one of their managed properties in Southern California to see how the competition was showing up. What they found was equal parts encouraging and eye-opening. The tours were genuinely enjoyable. Several facilities presented well, with staff who were friendly and professional. But not everything passed the test. Some red flags came up that no self-storage operator should be comfortable with, including staff who casually mentioned recent break-ins during a tour and a facility that openly disclosed rates could increase within just 30 days of signing. In this episode, Josh and Melissa break down what they observed, what it means for operators, and what every storage facility should be doing differently. Secret shopping is one of the most underused tools in self-storage, and this episode is a practical reminder of why it matters. If you've never walked into a competitor's facility as a customer, this one might change that. If you're planning your year, here are a few events we recommend: * Register for The Big Ideas in Storage Conference in Texas - Register Here [https://www.txssa.org/imis/Conference/2026/Home.aspx] * Register for MSM's The Show using code LSS2026 - Register Here [https://www.modernstoragemedia.com/the-show] Hosts: Josh Huff [https://www.linkedin.com/in/joshua-huff/] & Melissa Huff [https://www.linkedin.com/in/melissarhuff/] Produced by Lighthouse Storage Solutions [https://www.lighthousestoragesolutions.com/]

We Got Goats- Why Goats Matter In Self Storage

This one starts with goats… and ends with better business decisions. Josh and Melissa share the story behind their recent decision to bring goats onto their property to tackle a growing poison ivy problem. For a long time, they stuck with the status quo. The problem was annoying, but not quite painful enough to force a change. Goats felt like a big step into the unknown. Then things shifted. The problem got worse, they did the research, and made the change. What they found was that the solution was far more effective and far less complicated than they expected. The short-term discomfort of trying something new led to a long-term fix they wish they had implemented sooner. That's why "goats" matter for self storage. This same pattern shows up in how operators make decisions every day. In this episode, Josh and Melissa walk through three areas where many facilities stay stuck, even when better options (our goats) are within reach: * Software: When small frustrations and rising costs are tolerated instead of explored, operators may miss out on tools that could significantly improve efficiency and reporting. * Access Systems: Many facilities are just one step away from offering a fully online rental experience, but hesitate to complete the process. * Staffing: Whether it's maintenance, call centers, or AI support, adding the right help can unlock growth and improve the customer experience. The lesson is simple. Sometimes the thing that feels like the biggest leap is actually the most practical solution. It just takes a little research and a willingness to step outside of what is familiar. If you're planning your year, here are a few events we recommend: * Register for the NeSSA Expo in Connecticut using code Lighthouse10 - Register Here [ttps://www.nessa.org/aws/NESSA/pt/sp/expo] * Register for The Big Ideas in Storage Conference in Texas - Register Here [https://www.txssa.org/imis/Conference/2026/Home.aspx] * Register for MSM's The Show using code LSS2026 - Register Here [https://www.modernstoragemedia.com/the-show] Hosts: Josh Huff [https://www.linkedin.com/in/joshua-huff/] & Melissa Huff [https://www.linkedin.com/in/melissarhuff/] Produced by Lighthouse Storage Solutions [https://www.lighthousestoragesolutions.com/]

ISS World Expo Takeaways and What It Means for Self Storage

Josh and Melissa are back from the Inside Self-Storage World Expo and sharing their biggest takeaways from one of the industry's largest events. AI was everywhere, with vendors continuing to integrate it into their platforms. At the same time, we are seeing the rise of agentic AI in other industries, which raises interesting questions about where self storage is headed next. But even with all the innovation, one theme stood out clearly. The basics still matter. We reflect on our Management Mastery session and the encouraging number of owners who are focused on truly understanding and improving how they run their businesses. Strong operations, clear processes, and intentional leadership are still the foundation of success. We also talk through the tradeshow floor, where we saw more niche vendors than ever before. The number of options available to help operators improve every part of their business continues to grow. To wrap it up, we share the shows we are looking forward to for the rest of the year and why getting in the room still matters. If you're planning your year, here are a few events we recommend: * Register for the NeSSA Expo in Connecticut using code Lighthouse10 - Register Here [ttps://www.nessa.org/aws/NESSA/pt/sp/expo] * Register for The Big Ideas in Storage Conference in Texas - Register Here [https://www.txssa.org/imis/Conference/2026/Home.aspx] * Register for MSM's The Show using code LSS2026 - Register Here [https://www.modernstoragemedia.com/the-show] Hosts: Josh Huff [https://www.linkedin.com/in/joshua-huff/] & Melissa Huff [https://www.linkedin.com/in/melissarhuff/] Produced by Lighthouse Storage Solutions [https://www.lighthousestoragesolutions.com/]

Self Storage and a Can of Corn: Lessons from the Hospitality Industry with Lee Creech

What can self storage operators learn from the hotel industry? Quite a bit. In this episode, Josh Huff and Melissa Huff sit down with Lee Creech to talk through how hospitality principles apply directly to self storage. Lee shares how his background in hotels shaped the way he thinks about customer service, pricing, and running a facility day to day. The conversation covers everything from keeping your property clean in a way that actually impacts customer perception, to understanding who your customers really are and how to serve them better. You will also hear: * Why your facility is not a "can of corn" and how that changes your pricing strategy * How to identify and track the customer segments that matter most in your market * Why customer lifetime value is higher than most operators realize * Simple ways to build loyalty so customers return and refer others * How to approach pricing based on your specific market and competition This episode is full of practical ideas that can help you think differently about your operation and how you serve your customers. If you're planning your year, here are a few events we recommend: * Register for the NeSSA Expo in Connecticut using code Lighthouse10 - Register Here [ttps://www.nessa.org/aws/NESSA/pt/sp/expo] * Register for The Big Ideas in Storage Conference in Texas - Register Here [https://www.txssa.org/imis/Conference/2026/Home.aspx] * Register for MSM's The Show using code LSS2026 - Register Here [https://www.modernstoragemedia.com/the-show] Hosts: Josh Huff [https://www.linkedin.com/in/joshua-huff/] & Melissa Huff [https://www.linkedin.com/in/melissarhuff/] Produced by Lighthouse Storage Solutions [https://www.lighthousestoragesolutions.com/]

Keep the Main Thing the Main Thing

As the self storage industry heads into another busy season and with ISS World Expo around the corner, Josh and Melissa take a step back to talk about something simple but often overlooked. What is the core of your business and are you still focused on it? With AI and new tools dominating conversations across the industry, it is easy to get pulled in a lot of different directions. Some of those tools can enhance your business. Others can become distractions. In this episode, we break down the difference. We look at real-world examples like Amazon expanding in ways that still support its core business, compared to companies like Microsoft that invested heavily in products that did not align with their main focus. Then we bring it back to self storage. At the end of the day, our business is renting units. That means focusing on three things above all else: * Creating a smooth and simple rental experience * Delivering a great customer experience after move-in * Attracting the right customers to your facility If those three things are not dialed in, nothing else will matter. This episode is a reminder to evaluate where your time, money, and attention are going and to make sure everything you are adding actually supports the main thing. If you're planning your year, here are a few events we recommend: * Register for the NeSSA Expo in Connecticut using code Lighthouse10 - Register Here [ttps://www.nessa.org/aws/NESSA/pt/sp/expo] * Register for The Big Ideas in Storage Conference in Texas - Register Here [https://www.txssa.org/imis/Conference/2026/Home.aspx] * Register for MSM's The Show using code LSS2026 - Register Here [https://www.modernstoragemedia.com/the-show] Hosts: Josh Huff [https://www.linkedin.com/in/joshua-huff/] & Melissa Huff [https://www.linkedin.com/in/melissarhuff/] Produced by Lighthouse Storage Solutions [https://www.lighthousestoragesolutions.com/]